Every account manager knows what it's like to juggle competing priorities. Renewals, change requests, proposals, client meetings, carrier conversations and internal deadlines can all demand attention at the same time. The challenge isn't just completing the work, it's keeping track of it in a way that remains visible, organized and accessible to the rest of the team.

That's where Applied Epic Activities can make a significant difference. More than a documentation tool, Activities help account managers organize work, track decisions, support collaboration and maintain continuity when priorities shift or unexpected absences occur. When used consistently, they provide a clear record of what was requested, what action was taken and what still needs attention.

Why Activities Matter on a Busy Account Manager's Desk

Account managers move through a steady stream of emails, calls, proposals, renewal tasks, change requests, certificates, quotes and internal conversations. Without a consistent activity record, important work can become dependent on memory, inbox searches or one person’s availability. Applied Epic Activities create a shared work trail that keeps the next action visible and the completed work understandable.

Used consistently, Activities help an account manager manage the day with greater control. They make it easier to identify what needs attention, document what happened and return to a task without rebuilding the history from the beginning.

They also provide visibility for producers, teammates and managers, helping everyone understand the status of work without relying on separate notes, email chains or hallway conversations.

The value becomes most apparent when multiple priorities compete for attention.

The Account Manager's Day: Activities Keep Work Moving

Consider a typical account manager's day. Their calendar includes an in-person client renewal meeting, a required CE class and a monthly team Zoom. On their to-do list are renewal marketing efforts, upcoming proposals and client service requests that all require attention before the day is over.

Then an email arrives from a client who recently purchased a new commercial truck. The vehicle needs to be added to the policy immediately, and the client needs an auto ID card because the truck will be used on an out-of-state job the next day.

Rather than allowing the request to remain buried in an inbox, the account manager creates a CHGR activity and attaches the client's email and supporting documentation. Any questions, concerns or items requiring discussion with the underwriter are documented within the activity so the next steps remain visible.

Later that day, during a scheduled lunch with the underwriter, the vehicle is reviewed and approved. The account manager returns to the activity and updates the record to reflect the discussion, the decision that was made, any related coverage considerations that were addressed and the work completed for the client. The auto ID card is issued, the policy change is processed and the activity documents the outcome.

Anyone reviewing the account can quickly understand what was requested, what actions were taken, who was involved and how the issue was resolved. The activity tells the complete story, not simply that someone "worked on it."

This is where Activities become more than documentation. They become a workflow management tool that helps account managers move between competing priorities without losing track of important details, while giving the entire team visibility into the status of client work.

Activities Create a Practical Workflow

An activity gives each piece of work a place in the workflow. The account manager can record the request, attach the relevant documentation, identify questions, assign or plan follow-up and close the loop with the final result. This structure supports several productivity gains:

• Prioritization: Important requests can be separated from general inbox traffic and addressed according to urgency, effective date and client need.
• Focus: The account manager can move between renewals, proposals and service requests without losing the reason for the task or the next step.
• Visibility: Producers, service teammates and managers can see the status of work without relying on hallway conversations or separate notes.
• Fewer repeated efforts: A clear record reduces duplicate calls, repeated research and time spent asking what has already been done.
• Reliable follow-through: Planned follow-up remains visible until the activity is completed and documented.

Activity Codes Make Work Easier to Find

Consistent activity codes help account managers organize a busy desk and help teams locate the appropriate record later. Codes should be used with meaningful naming conventions so the activity communicates what the work involves at a glance. 

• RENL: Renewal activity (i.e., 26-27 1Pkg – Renewal info sent to Insd)
• SCAC/SCAS: Submission created/submitted to carrier (i.e., 26-27 1PKG Subm t-Chubb)
• PROP: Proposal in process or final proposal (i.e., 26-27 1PKG FINAL/DRAFT proposal)
• COVR: Coverage review or coverage discussion (i.e., 26-7/27 1PRO New loc discussion)
• CHGR: Change request from the insured (i.e., 1AUT 10/1/26 Add 2026 Ford truck)
• IPAR: Insurance payable or accounts receivable activity (i.e., 26/27 1CGL pymnt f-insd?)
• CNOP: Cancellation for non-payment (i.e., 10/01/2023 1AUT NOC)
• LOSS / CLMS: Loss runs or claim status (i.e., 1WC 10/3/2025 John Doe claim status)

The goal isn't to create more codes. It's to create a structure that helps employees quickly identify, prioritize and manage work.

The Account Manager’s Day: Prioritizing Activities Daily

The real value of Activities becomes apparent when priorities compete for attention. Rather than relying on memory, emails or handwritten notes, account managers can quickly see what is open, what is waiting for follow-up and what has already been completed. This visibility makes it easier to manage competing deadlines while maintaining consistent service. Activities provide a working map for the day so the account manager can shift between priorities without losing the thread of each assignment.

For example, a quote arriving in the inbox can be connected to the SCAS activity. A client coverage question can be documented in a COVR activity. A new vehicle request can begin as a CHGR activity, with the email and sales contract attached and the underwriter discussion recorded. Each item has a recognizable place in the account record.

Business Continuity When Life Happens

Account managers do not control every interruption. A client emergency, family obligation, illness or unexpected absence can change the day quickly. When Activities contain the request, attachments, decisions and outcomes, another employee can step in with much less disruption. The backup does not need to search an inbox, rely on memory or ask several people to reconstruct the account history.

This is where activity documentation supports business continuity. A proposal marked FINAL, attachments labeled according to the naming convention and Activities that explain the status allow a backup teammate to continue the work with confidence. The client experiences a more seamless response, and the account manager can return to a clear record of what occurred.

Better Documentation Improves Customer Service

Clients measure service by the accuracy, speed and clarity of the response they receive. Activities support all three. They help the account manager identify the request, preserve the supporting information, coordinate with the right internal partner and document the final answer. The record also helps the team respond consistently when a client calls again or when a related renewal or endorsement issue arises.

An activity should tell a complete story in plain language: what the client requested, what information was reviewed, who needed to be consulted, what decision was made and what the account manager completed. That level of detail turns an activity into a useful business record.

A Simple Standard for Effective Activities

A simple way to improve documentation quality is to review every activity before closing it:

• Would another teammate understand what the client or producer requested?
• Are the relevant emails, applications, quotes, contracts or other documents attached?
• Does the activity identify questions, concerns and any needed follow-up?
• Does the record show the decision, not just the time spent?
• Does the final note explain what was completed and what remains open?
• Does the naming convention make the activity and attachments easy to locate?

Applied Epic Activities increase productivity because they reduce the friction of managing a busy account manager’s desk. They organize the work, protect the history of the account, clarify priorities and make follow-through visible. They also give the team a reliable way to continue servicing clients when the original account manager is unavailable.